How to configure Outbound Session Agent Feedback
Introduction
Outbound session feedback to an agent when the callee cannot be added to the session. This is a text-to-speech message played to the agent before the session gets disconnected.
Note
This only works with the advanced speech engines:
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MicrosoftCognitiveService and
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GoogleCloudTextToSpeechV1,
not with the legacy MicrosoftSpeechSynthesizer. See: Speech Engines for AnywhereNow
Affected components are:
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DirectDialer (DCI)
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Campaign Dialer
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Queued CallBack, an IVR menu feature for voice, enables the customer to confirm or leave an alternative phone number to be called back by an available agent during business hours.
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Outbound Intercepted
How to configure
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Open the Settings list on SharePoint
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Add the setting
OutboundSessionAgentFeedbackEnabledwith value "true". -
(Optional) You can add the following settings to tweak the messages and voice.
| Setting | Value | Description |
|---|---|---|
OutboundSessionAgentFeedbackEnabled |
TRUE/FALSE Default: false |
Enables or disables this feature. |
OutboundSessionAgentFeedbackVoice |
Example: Microsoft Server Speech Text to Speech Voice (en-GB, Hazel) Default: empty value, using A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. default ( |
An alternative SpeechPreferredVoiceName for the text-to-speech for this feature. |
OutboundSessionAgentFeedbackVoicemailText |
Default: "The call could not be established because it went to voicemail. The call will be disconnected." |
The text that will be played to the agent when the callee could not be connected and AnywhereNow has detected a voicemail. Note This might only happen when a specific tone is detected. More commonly will be the Agent detecting the Voicemail greeting first and mark the conversation as voicemail with the dialtone, Learn More - When a short sharp audio beep is detected (experimental). |
OutboundSessionAgentFeedbackTechnicalText |
Default: "The call could not be established because of technical reasons. The call will be disconnected." |
The text that will be played to the agent when the callee could not be connected because of a technical reason. Note This text will also be used as a fallback if the conversation could not be connected for an uncovered scenario. - When an unknown The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. Response is returned. |
OutboundSessionAgentFeedbackDeclinedText |
Default: "The call could not be established because it was declined. The call will be disconnected." |
The text that will be played to the agent when the callee declines the conversation and the call could not be connected. - When the following SIP Response is returned: 603 Decline |
OutboundSessionAgentFeedbackRejectText |
Default: "The call could not be established because it was rejected. The call will be disconnected." |
The text that will be played to the agent when the provider of the callee has rejected and the call could not be connected. - When one of the following SIP Response is returned: 500 internalServerError 480 TemporarilyUnavailable 403 Forbidden |
OutboundSessionAgentFeedbackBusyText |
Default: "The call could not be established because the called party is busy. The call will be disconnected." |
The text that will be played to the agent when the callee is unable to take additional calls and the call could not be connected. - When the following SIP Response is returned: 486 BusyHere |
OutboundSessionAgentFeedbackFaxText |
Default: "The call could not be established because it was answered by a fax machine. The call will be disconnected." |
The text that will be played to the agent when the callee could not be connected and AnywhereNow has detected a fax. - When a long sharp audio beep is detected (experimental). |
OutboundSessionAgentFeedbackTimeoutText |
Default: "The call could not be established because it timed out. The call will be disconnected." |
The text that will be played to the agent when the callee could not be connected within the given time. - When the following SIP Response is returned: 408 RequestTimeout |
OutboundSessionAgentFeedbackInvalidNumberText |
Default: "The call could not be established because the number does not exist. The call will be disconnected." |
The text that will be played to the agent when the address (phonenumber) of the callee does not exists (wrong number dialed). - When the following SIP Response is returned: 404 NotFound |